Max, Senior Director of Customer Experience at Tommy John on Order Editing

Hey there. My name is Max, and I'm the senior director of customer experience at Tommy John. Now with order editing, it's been absolutely wonderful because customers can truly self-service, and they don't need to rely on reaching out to the support team. They can go in there. They can cancel their order. They could modify modify their address, they can add a discount code after the fact, they could also modify the quantity of items in their order. So it's been absolutely amazing and our support team is loving it. We've had a sixty percent reduction in our related tickets, which has been absolutely incredible. And going into the holiday season, I feel more confident than ever because our customers are gonna be able to help themselves. And quite honestly, we're gonna have much less volume on our team, so everyone's gonna win. I had chatted with a number of peers in the space and they all just had the best things to say and it's just been incredible to know that it's lived up to the hype and that it's really exceeded our expectations. So it's really a no brainer and I could not recommend it anymore.